The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Crafting a Unique Employer Brand for Today’s Talent Market
Veronika Mercier | August 14, 2024
Smart Strategies
Younger Travelers Are More Likely to Choose Accommodations With Inclusive Policies
Expedia Group Media Solutions | June 29, 2021
Seattle, WA – June 29, 2021 – As the world begins to reopen, many people around the globe are eager to hit the road, take in new sights, and reconnect with friends and family. However, don’t expect travelers to have the same mindsets they did prior to 2020. Today, Expedia Group released new research showing that travelers, especially those under the age of 40, are placing high importance on values-driven travel experiences.[1] Overall, nearly two-thirds of travelers (65%) say they are more willing to book accommodations that have policies focused on diversity and inclusion.[2] This includes accommodations owned by women and/or people...
Cyber Attacks Are Spiking – Is Your Hotel Prepared?
Jeff Venza | June 29, 2021
By Jeff Venza Steven Chabinsky once said, “Thinking of cybersecurity solely as an IT issue is like believing that an entire company’s workforce, from the CEO down, is just one big HR issue.” As we head into the third quarter of 2021, this sentiment rings more true than ever before. Cyber threats are rampant within this digitally driven era. In the wake of the coronavirus pandemic, experts are calling for enhanced due diligence and, in some cases, organizational reform in the realm of cybersecurity. In fact, recent reports reveal at least 16 billion records, including credit card numbers, home addresses, phone numbers, and other hi...
HR Analytics: How to Make Better Hiring Decisions
Dr. Sébastien Fernandez | June 29, 2021
By Dr. Sébastien Fernandez Are we just "numbers"? No! But behind this provocative question where most people would agree on the answer, there are many others whose response will not please everyone. These are the three questions on HR analytics that I think are important: Are we more complex than numbers? (Yes, of course), Should we use numbers to evaluate people? (Yes, I strongly recommend it), Are we treated like numbers? (Yes, sometimes). I decided to write this article for one main reason. Many people do not understand what HR/People Analytics is, or how complex it is to select the right person for a position. A few ye...
Hospitality Financial Leadership in Time of Crisis
David Lund | June 28, 2021
By David Lund We have just completed a year that has been so unprecedented. It has re-written the goalposts for so many things, especially for the hotel and other service industries where people are the main ingredient in what we offer. This article is about the lessons we should take from the past 12 months and how we can go forward with better tools and insight. Our business is built on three pillars. They are the guests, the colleagues, and the money, or as some would call the third pillar the financials, or even the owner. When we think about pillars, we naturally incorporate the idea that they are even and capable of holding the...
How to Recognize the Signs That Your Own Inner Negativity Is Keeping You From Reaching Major Success
Renie Cavallari | June 25, 2021
By Renie Cavallari Here they are again. The nasty voices in my head. I am on a chartered boat heading to the Blue Hole, a magnificent natural cave in the Mediterranean with 2 of my favorite people. We have planned this special day for months, and as we come upon this beautiful spot and the engines begin to idle, my heart starts to race. Just a little at first, and there is more racing to come! Bella, my daughter, is excited as she jumps into the crystal blue vast ocean with her life jacket on and her 12-year-old curiosity in full throttle. She and my friend, Randy, start to swim and then turn to realize I have ...
A True Story of an Authentic Hospitality Welcome
Doug Kennedy | June 24, 2021
By Doug Kennedy Recently while on the road conducting training for the Camelback Resort in the Pocono Mountains of Pennsylvania, I had the opportunity to experience a genuine, authentic welcome. Before that story, let me first share a few details about my expectations, as well as what happened before my arrival. As a frequent business traveler, I typically enter a hotel around 6pm, suit jacket in hand, pulling along a roll-aboard bag and a small laptop case. As I approach the front desk, obviously arriving, at least 70% of the time I am greeted with the common phrase “Checking in?” At this point, I restrain the cynical side of my pe...
Companies’ Responses to COVID Provide Insights Into Handling a Crisis
Shep Hyken | June 23, 2021
By Shep Hyken One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling. While some industries and companies flourished throughout the last year, many were forced to a level of flexibility that included major changes, just to barely survive and keep their doors open. With that said, the answer I’m about to give applies no...
Budget Hotels Set to Benefit From Increase in Price-Sensitive Travelers
GlobalData | June 22, 2021
Price is the most important factor to 47%* of consumers when selecting accommodation, according to a poll by GlobalData. The data and analytics company notes that, with less budget for travel but a strong desire to escape, many will turn to budget providers to satisfy their travel cravings. Gus Gardner, Associate Travel and Tourism Analyst at GlobalData, comments: “Budget hotel operators will be well positioned to benefit from an increase in bargain-hunting travelers looking for the cheapest accommodation possible. With many countries still only permitting outbound travel to a handful of countries and domestic holidays booming in the sho...
More Than 47M Americans to Celebrate With an Independence Day Getaway
AAA | June 22, 2021
ORLANDO, Fla. — June 22, 2021 — More than 47.7 million Americans will take to the nation’s roadways and skies this Independence Day (July 1–5), as travel volumes are expected to nearly fully recover to pre-pandemic levels. In fact, this will be the second-highest Independence Day travel volume on record, trailing only 2019. Overall, just 2.5% fewer Americans are expected to travel this year compared to Independence Day in 2019. This represents an increase of nearly 40% compared to last year, when total travel fell to 34.2 million. While all modes of travel will see increased demand this Independence Day, road trips continue to domi...
What’s Your Passion?
Shep Hyken | June 21, 2021
By Shep Hyken I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You could feel that customer service was at the heart of what they were about. In addition to all that one would expect in a resort, there was something that stood out. It was small, yet noticeable. It was the employee name badges. I’ve been to res...
Hospitality Financial Leadership: Why the Future Must Include a GOPPAR Index
David Lund | June 21, 2021
By David Lund For a long time now in the hotel business we have been using REVPAR index to measure how effective our sales, marketing and revenue management strategies are. In this piece, I am going to talk about what I think should come next. I do not know about you, but I can remember when we did not use and compare the index. Things changed then and I think now is the time to shift gears once again. Recent global events have rocked our industry. We have been on a pleasure cruise for years and now it’s time to get real. Are you ready? The advent of REVPAR index and its wide use and acceptance happened in the ’90s. I can honestly s...
Loyalty Fraud Puts Customer Accounts – and Relationships – at Risk
Robert McKay | June 17, 2021
By Robert McKay As COVID-19 travel restrictions are loosened in much of the world, many people are eager to visit friends and family or take a long-postponed vacation. Some of these individuals will be in for an unpleasant surprise when they check their loyalty program balances for the first time in months: they’ll find their accounts drained of points, miles and bonuses. Travel and hospitality reward programs are a growing target for fraudsters, as loyalty program accounts generally have much weaker security than traditional financial accounts, and consumers tend to check them much less frequently (or never — many accounts are dorm...
Companies Make Summer Plans to Resume Domestic Business Travel
The Global Business Travel Association | June 17, 2021
Alexandria, VA – June 17, 2021 – The Global Business Travel Association (GBTA), the world’s largest business travel association and worldwide leader in education, research, networking and advocacy for the industry – today released the findings from its 20th COVID-19 poll assessing how GBTA members are managing the return to business travel, post pandemic. The first poll of this summer revealed a continuation of the positive momentum reported last month, as companies implement or finalize plans to resume domestic business travel. Two-fifths (40%) of respondents say their company’s plan to resume non-essential domestic business...
Research Shows That You Should Let Consumers’ Photos Speak For Your Business
Linchi Kwok | June 16, 2021
By Linchi Kwok The advance of technology and the widespread adoption of smartphones and handheld devices in recent years have enabled us to publish our experience about a product or service through online photo or video sharing and provide a review. Online review websites have also updated their features, making it easier for consumers to attach pictures or videos to their reviews. As both consumers and businesses adapt to the new photo-sharing trend, it becomes crucial to expand our knowledge regarding user-generated photos’ (UGPs’) effect on online reviews. An empirical study about user-generated photos I work...
Why Do Creative People Become Hospitality Stars?
EHL | June 16, 2021
If you’re a creative person, you might think that a career in the hospitality industry would put an end to your inspiration and ideas. It might seem like an industry of staying within the rules and limitations. Maybe you would need to save your creativity for your hobbies. But the truth is, creative minds are an asset to the hospitality industry. People with outside-the-box thinking and unique ideas are able to thrive in this industry and help their employers improve how business is done. There are many ways creativity can come into play in the hospitality sector. Here are some ways it could help you shine. Positive attributes of crea...
For Hotels, Restaurants a Cautionary Tale
Hotstats | June 15, 2021
By David Eisen Vulnerability and loss of control are two of COVID-19’s biggest lessons. Unlike past threats, this one was unique in its ability to deliver damage under the guise of invisibility. It couldn’t be seen; it couldn’t be heard; it couldn’t be smelled; it couldn’t be touched. But its impact was like a Category 5 storm: deadly, destructive, leaving nothing unaffected in its path. The tempest has simmered, but in the clearing is no rainbow. Instead, hotels are saddled with a host of new challenges: labor woes, supply chain worry and other P&L headaches. It’s a hurdle restaurants know all too well and a warning ...
Hotel Lawyer: 5 Tips for Your Next Hotel Management Agreement (HMA)
Bob Braun | June 14, 2021
By Jim Butler, Bob Braun Is it time to re-think your management agreement? As the hospitality industry moves toward recovery, many hotel owners are re-evaluating the management of their properties. A good manager can bring great value to a property; a poor manager can reduce its value. Some studies have concluded that a good management agreement – one that provides for meaningful accountability, transparency and performance – can add or subtract 50% to the value of a hotel. The next normal will likely require rethinking how to maximize the efficiency and effectiveness of operations, rather than simply riding post-recession...
Encourage Productivity
Renie | June 14, 2021
By Renie Cavallari I recently witnessed a conversation that was unraveling. It was interesting to watch how the person who was holding another person accountable became the bad guy. No one won. It is true that how we say and do things is more impactful than what we actually accomplish in most people’s eyes. Aggressive leadership, though in the short term may feel powerful, is actually destructive. It shuts down the desire to participate in a solution and get to the goal at hand. It is frustrating to everyone involved. So, how do you get the productivity you need when nothing seems to light the fire? All of us make excuses when...
Hospitality Financial Leadership: Modern Hotel Financial Statement Features – Part 1
David Lund | June 14, 2021
By David Lund Do your hotel financial statements give you the information you need to effectively run your business? Are you able to see if your profits are where they should be in an enhanced top-line statement? Do your statements measure flow thru? Do you record your room’s business by proper segments and track the rooms occupied, rate and revenue in each segment? Do you record customers served in F&B and do you separate meal periods? Do you record liquor, beer, wine, and mineral sales on your financials separately? Do you measure labor productivity in your financials? Do you record hours of work in your financials? Do you have pay...
Six Ways to Handle Angry Customers
Shep Hyken | June 9, 2021
By Shep Hyken Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops, we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers. You’re not trying to win an argument. You’re trying to win the customer. Furthermore, you’re trying to restore their confidence so they continue doing business with yo...
6 Ways to Keep Your Culture Alive
Aspire | June 9, 2021
By Renie Cavallari Q: What matters most in building a strong culture? A: Engagement. Q: What is engagement? A: At Aspire, we define it as the ability to build a fanatical commitment to your brand’s promise and company values. Your brand promise is the experience every customer gets from your product or service. Your values are how you get things done. When you have high engagement, people want to come to work. They understand how their contributions support the company’s success. They enjoy their jobs. Engagement is the emotional energy your people desire to give. The more they positively engage, the stronger your...
4 Culture Attributes a PMS Technology Company Must Possess to Help Ensure Your Property’s Success
Warren Dehan | June 8, 2021
By Warren Dehan Hospitality is built on the development and nurturing of personal relationships, extending beyond interactions with guests to include other hoteliers and even vendor partners. Hotel and resort owners and operators know that it’s not always enough to deliver positive results to customers, sometimes it’s more important to develop a connection with guests when providing service. This mentality can be a challenge for technology partners who have been conditioned by other industries to deliver results without emotion. However, company culture defines the way partners work together, and technology companies can learn a great ...
Hospitality Financial Leadership – Moving Part 3
David Lund | June 7, 2021
By David Lund In the hotel business if you want to get ahead you better be ready to move. It’s the way in which you can multiply your opportunities and increase your chance for greater personal prosperity. That’s the way it was explained to me many years ago and it has certainly been my experience. On the flip side, moving is not easy and it can take its toll on you and the people in your relationships. One aspect of moving is the accumulated experience it allows you to gain. The work exposure as well as life itself. Learning how to survive and excel in different work environments and locations is seducing and intoxicating. Once you...
How to Keep Hotel Expenses Down? Ask an Asset Manager.
HotStats | June 7, 2021
It doesn’t sound right to talk about the “benefits” of COVID-19, but if there’s any upside to the pandemic, it’s that massive disruption to business has forced hotels to find operational efficiencies—resulting in lower costs—without damaging the guest experience. That’s critical in this environment, where occupancy is slowly increasing as costs are, too. According to HotStats data for North America, occupancy was 32.1% in the first quarter and hit 39.8% in April, while total overhead costs PAR in Q1 2021 were $32.98 and $36.68 in April. Meanwhile, in China, occupancy was 45.8% in Q1, but climbed to 68.6% in April. Total ...
